Case study London to Italy

Quick Summary

On 28th August 2025, a London-based dental supply company shipped a pallet of dental materials and consumables (105 kg, 120 × 80 × 115 cm, £28,500 value) from the UK to Italy. By preparing their GB and IT EORI numbers, selecting the correct B2B service, and carefully declaring restricted access for the collection point, the shipment was set up correctly. However, clearance was delayed when Italian Customs required a health certificate. With no insurance purchased and no photos uploaded despite an automatic request, the case highlights the importance of certificates, insurance, and packaging photos for high-value shipments.

On 28th August 2025, a London-based dental supply company booked a shipment through Pallet2Ship to send a pallet of dental materials and consumables (105 kg, 120 × 80 × 115 cm) to Italy. The shipment’s declared value was £28,500.

The booking was handled carefully: weight and dimensions were accurate, the Pallet2Ship invoice template was used, and GB and IT EORI numbers were provided upfront. Importantly, the customer correctly ticked the restricted access box for the collection point. This is an area where some shippers make mistakes, forgetting to declare it and later facing surcharges.

Next to the restricted access box, Pallet2Ship provides guidance:

“Tick this box only if this location cannot be accessed by an 18-ton vehicle. Narrow roads, parked cars, narrow gates, overhanging trees, low bridges, or local weight restrictions are all examples of why this lorry might not fit. Please note: restricted access applies both to collection and delivery addresses.”

By ticking this box at collection, the correct type of vehicle was dispatched and the process ran smoothly. For delivery, the restricted access box was not ticked, and the customer confirmed with the consignee in advance that access was suitable for an 18-ton lorry. We strongly recommend that all customers maintain clear communication with their consignees regarding delivery dates and locations, and as a minimum confirm that the delivery site can be accessed by an 18-ton vehicle.

The shipment was collected on time, but once at Italian Customs, officials requested a health certificate. Because this was not arranged beforehand, the consignee and their broker had to obtain it locally, causing delays and additional costs.

At booking, an automatic photo request was triggered, but the customer did not provide pallet photos. This limited packaging visibility and reduced protection in case of claims. In addition, although the shipment was high-value, the customer chose not to purchase additional insurance, leaving only minimal carrier liability in place.

What They Did Right - Online Booking

• Entered accurate pallet dimensions (120 × 80 × 115 cm) and weight (105 kg).


• Provided full sender and consignee addresses and valid contact details.


• Used the Pallet2Ship commercial invoice template and completed it correctly.


• Submitted GB and IT EORI numbers and booked the correct B2B service.


• Correctly ticked restricted access for the collection point, ensuring the right vehicle was dispatched.


• Had the pallet ready for collection, avoiding delays.

What They Did Right - Physical Preparation

• Secured and packed the pallet for safe transport.


• Ensured staff were on-site with clear access during the collection window.


• Submitted all basic documentation promptly.

What Could Have Been Done Better

• A health certificate should have been prepared in advance, since these goods fell under medical/dental regulations. Its absence caused customs delays and extra costs.


• The shipment, valued at £28,500, was sent without additional insurance. Minimal carrier liability would not cover potential losses.


• No photos of the pallet were uploaded, despite an automatic request. Photos provide proof of packing quality and are vital for protecting claims.

What to Do vs What Not to Do

Do This

• Always enter precise dimensions and weight when booking.


• Provide complete sender/consignee details, including phone numbers with country codes.


• Use the Pallet2Ship invoice template with clear product details and values.


• Ensure GB and EU EORI numbers are correct and select the right B2B or B2C service.


• Tick restricted access if locations can’t be reached by an 18-ton lorry — and confirm with the consignee in advance.


• Prepare health certificates in advance for dental/medical/pharma goods.


• Purchase insurance for high-value shipments; minimal cover is not enough.


• Upload pallet photos when requested to confirm packaging.


• Secure goods with straps and shrink-wrap as standard, and use crates when necessary for added protection.


• Ensure staff and equipment are available at both collection and delivery.


• Maintain fast communication with brokers and consignees.

Avoid This

• Don’t guess size or weight — it leads to surcharges.


• Don’t book B2C for B2B shipments — EORI is mandatory.


• Don’t ignore restricted access — this causes failed collections or added costs.


• Don’t assume standard invoices are enough — certain goods need certificates.


• Don’t ship £28,500 uninsured — minimal liability won’t cover losses.


• Don’t ignore photo requests — missing photos weakens claim protection.


• Don’t undervalue goods or declare £0 for samples — customs will stop them.


• Don’t assume all EU countries treat goods the same way — Italy enforces strict controls for medical/dental items.


• Don’t rely solely on the consignee to fix documentation after arrival.

Conclusion

This shipment demonstrates how careful booking choices — including correct EORI numbers, selecting the right B2B service, and ticking restricted access at collection — help avoid common pitfalls.

However, the delay at Italian Customs underlines the importance of preparing commodity-specific documentation like health certificates in advance. For high-value shipments (£28,500), customers should also purchase insurance and provide photo evidence when requested to protect their goods and support claims.

By combining accurate booking, proactive document preparation, and risk safeguards, businesses can ensure their shipments to Italy and across the EU clear smoothly and are delivered on time.